1. Calculating the ROI forSocial Customer Service:How to Combine Strategy with ROI to AccelerateExecutive ApprovalBy Dr. Natalie Petouhoff and Kathy HerrmannMay 2011 2. ContentsThe Challenge: Making a Business Case for Social Customer Service …………………………………. 1The Solution: A Framework for Measuring ROI …………………………………………………………………… 1 What is ROI? ……………………………………………………………………………………………………………. 1 The […]